Service Excellence (Grade 10 NSC Matric Tourism): Flashcards
📚Flashcards
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Practise the cards
10 cards from this deck
Definition of service excellence
Definition of service excellence
Consistently meet & exceed customer needs & expectations
Goal of service excellence for customers
Goal of service excellence for customers
Ensure customers feel happy & valued throughout experience
Intangible elements of quality service
Intangible elements of quality service
Politeness, good product knowledge, genuine interest
Why can't service be stored?
Why can't service be stored?
Service happens in the moment of interaction
How quality service improves competitiveness
How quality service improves competitiveness
Enhances reputation, gives advantage over competitors
How excellent service lowers marketing costs
How excellent service lowers marketing costs
Satisfied customers provide free word-of-mouth advertising
Economic benefit of excellent service in tourism
Economic benefit of excellent service in tourism
Job creation & reduces unemployment
Consequence of poor service on staff
Consequence of poor service on staff
High staff turnover & increased recruitment costs
Why hire outgoing & friendly staff?
Why hire outgoing & friendly staff?
Attitude is harder to change than skills
Benefit of empowering employees
Benefit of empowering employees
Resolve customer issues quickly & effectively